Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a product 2 months ago. Called them no answer, my daughter got sick from drinking cuz it got mold off of the sudden. Its a bad business if you knew mold was going to build inside the bottle why not say that

  Business Response

  Date: 04/01/2024

  Hi ***,

  We would like to apologize that you experienced this. Our products do not grow mold on them unless they improperly cared for. Wash instructions are available on the website and included on all products. Please be sure to wash your bottles our thoroughly, we recommend using the Coldest Bottle Brush which also include a straw cleaner for those tight spaces. Allow lid to completely dry before s******* back onto the bottle as well for best care practices. 

  Coldest does not have a customer service phone number. If you would like to reach customer service, please do so using the portal on the website or emailing ********************************** directly. Thank you

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the all over light pink cup (forever pink) and spent a lot of money on it. I received the ombr color and I would Like the right cup sent to me. My confirmation of delivery even has a picture of the right color cup. I dont Like the ombr color at all. Usually Id just use it but for the amount of money I paid I want the correct cup.

  Business Response

  Date: 01/11/2024

  Good Morning,

  We apologize that you received the wrong product in your order. We are more than happy to replace this for you. Please submit a ticket on our website using your order number, or email us at ********************************** (please include your order number). We can certainly make this right for you.

  Thank you

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 Coldest 32oz water bottles (1x black & 1x blue). Most recently I have seen a problem with BLACK MOLD INSIDE THE ****************** inside both bottles. The black bottle has the worst PROBLEM WITH BLACK MOLD EVERY DAY/EVERY REFILL THIS IS NOT NORMAL!!! The top of this NEVER ABUSED OR DROPPED BOTTLE does leak, therefore, the air inside the bottle NO LONGER BEING PROPERLY SEALED IS WHAT IS CAUSING THE BLACK MOLD. I SCRUB BOTH BOTTLES INSIDE & OUT EACH REFILL (DAILY) & I NOW HAVE TO BRUSH INSIDE THE PLASTIC ****************** TO PREVENT OR REMOVE THE VISIBLE MOLD! OBVIOUSLY I CANNOT USE MOLDY BOTTLES BECAUSE THE *** SEAL HAS BEEN COMPROMISED OVER TIME, JUST LIKE THE RUBBER BANDS! THE ONLY WAY TO CONTACT THIS COMPANY IS VIA THEIR OWN WEBSITE EMAIL YET SO MANY GO IGNORED IT SEEMS BASED UPON ALL THESE OTHER COMPLAINTS ABOUT WARRANTY ISSUES.

  Business Response

  Date: 12/20/2023

  Hello ******,

  Thank you for bringing your concern to us. We can confidently assure you we have millions of satisfied customers that have been using our bottles for years without a mold issue. We sincerely apologize you are experiencing this specific issue, and as you have stated, we offer a lifetime warranty and are happy to offer you a full refund. Please email ********************************** OR visit the help center on the website and click "contact us". We can offer you a full refund or replacement. Our Customer Support Team is at the ready to assist you with anything you need. Thank you

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21029301
  
  I am rejecting this response because: ****** in your ********************** is certainly not at the ready to help me obtain replacement bottles!  Instead, she sent an extremely insulting letter stating that I am responsible for not having taken care of my bottles (even though neither have been dropped or show any signs of abuse!).  See attached DISMISSIVE letter from ******!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/21/2023

  ******,

  We typically do not cover warranty when it comes to improper care for our products. We clearly state wash and care directions and if they are not followed, there is always going to be a chance of mold, as there would be with any type of wet surface left unclean for long periods of time. I have reviewed your photos, and can clearly see your straw and lid was not washed regularly and was left wet for possibly days on end, perhaps with more than just water. I have never, ever seen our straw look like this with proper care. However, because you have made a public complaint, and are claiming proper care and are clearly very upset, we are willing to make this right. ****** responded correctly per our protocol, she had missed the update from myself to replace in your specific situation. Our **************** Manager will be contacting you shortly. Please, remember with your new replacement bottles:

  Regularly clean bottles with soap and water before use and when not in use. Do not leave dirty. When washing the bottle, make sure the bottle is fully dry where the lid screws back to the bottle before closing. Mold grows only in certain conditions, please keep clean and dry. 

   

  Thank you for giving our bottles another chance.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21029301
  
  I am rejecting this response because: THE COLDEST COMPANY CLEARLY KEEPS AVOIDING WARRANTY ISSUES OF LEAKING BOTTLES, ETC. BASED ON THE NUMEROUS COMPLAINTS HERE AT THE BETTER BUSINESS BUREAU & ALL OVER THE INTERNET!  THEY ALSO ARE INCREDIBLY INSULTING, CLAIMING THEY CAN SEE **** IN MY PHOTOS WHICH IS EXACTLY WHY THE PHOTOS WERE TAKEN!!!  THEY GO ON TO CLAIM THAT I CAUSED THE **** BECAUSE OF UNCLEAN SURFACES!!!  I am amazed at the lengths that some UNSCRUPULOUS companies will go to not to simply exchange bottles that are supposed to be under a lifetime warranty for any leaks!  FRANKLY, I AM APALLED AT THEIR ACCUSATIONS & DISGUSTING TACTICS
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/03/2024

  This verbal response was taken by BBB:

  I have not received the replacement bottles the business stated they would send. I also want the business to provide me with a manager's contact name and direct number to call concerning my issue.

  Business Response

  Date: 01/04/2024

  I have pulled up your customer service tickets. You have not responses since 12.21.23 when we reached out for information about your order number. We have zero orders from you that even would provide us with your shipping address. Before that, you responded that these bottles that you did not take care of, were gifts. We do not replace bottles that were given to a gift recipient. The original purchaser would have to provide order number, and receive their refund and/or replacement. Again, from your photos you are threatening to post all over the internet, you can clearly see your bottles were not taken care of. No bottle would ever have that much mold in it from washing it regularly. We have thousands upon thousands of customers using our bottles for years with not a single bit of mold. We do not give out our management personal phone numbers, nor do we take customer service phone calls. ********************** will ALWAYS respond to customer service tickets submitted through our customer service portal. 

  Please note, you will not be receiving a replacement bottle for your gift, as this is not our policy. We are sorry you are unhappy with your products. 

• Initial Complaint

  Date:12/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a cup from the coldest on November 2, 2023. Was sent the wrong order. I cannot use the cup they sent me. I specifically ordered the cup with the handle due to arthritis in hands. The coldest told me a replacement was being shipped. They shipped not one but two bottles and they both were sent to the WRONG address within the month. I communicated with this company for over a month and now all communication has stopped. Theres NO customer service with this company. NO phone number to speak with anyone. If you try to contact them via **** and their website or social media outlets youll get a different person every time.

  Business Response

  Date: 12/06/2023

  Hi ****,

  We apologize you received the wrong bottle, and we want to make this right. I am unsure how the last two replacements were shipped to the incorrect address. I have our customer service manage reaching out to you right now to be sure we have the correct address when shipping your new replacement. Please keep an eye our for an email coming today. 

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several canisters from this company. They advertise a lifetime warranty, but we have been attempting to get them to honor this to no avail for well over a year. We have canisters that we're engraved by them that Don't stay as cold as they once did we were told that they would fix the issue but because of a hurricane we would have to wait. We agreed and now the extremely poor communication and customer service have left us no other options but to file this complaint.

  Business Response

  Date: 11/29/2023

  Good Afternoon,

   

  I want to apologize that your ticket may have been lost in our records after that hurricane, but that is no excuse on our behalf. I have escalated your return request to our lead customer service manager and he will be reaching out shortly. Thank you

  Customer Answer

  Date: 11/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hopefully they will reach out to us expeditiously. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my first order with coldest on 7/9/23. I ordered a universal water bottle, the bottle brush, and a slim can cooler. When I received my order the slim can cooler was a regular can size. I reached out to customer service via the email and never heard anything back. I emailed an additional time, again nothing. I loved my water bottle so much I just dismissed it and ordered again. That order came without issue. I ordered for a third time on 10/27/23. I ordered two universal water bottles (both were gifts I needed for next week) and was receiving a free Halloween tumbler. I received my ordered and was so excited. I opened it to find a limitless water bottle in the same style as one I already own and a mint tumbler I never ordered. Now I have to spend money on other gifts as neither like the style. I tried to call and the phone is disconnected. The other number was to a VP who clearly states to not call her for these issues. What are you to do when customer service does not get back to you? Though I love the product, until this is resolved I will not be ordering or recommending and will be sure to make continuous reviews of my dissatisfaction.

  Business Response

  Date: 11/03/2023

  Thank you for your feedback **************,

  Our Customer Support Manager is reaching out to you at this moment to resolve your refund issue. We apologize for the delay in our response, we have been having some technical issues with our software lately and lost a lot of tickets. We are quickly catching up on responses and will make yours a priority today. Please keep an eye on your email for our customer support reach out. Thank you.

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a water bottle on 9/13. I got the bottle. It dies NOT keep my water cold as promised. I requested a refund on 9/28. They sent me an email on 9/28 stating with an RMA and said they would email me further instructions. I never received the email. I have emailed them...messaged them....sent in a chat...NOTHING! I need my money back!

  Business Response

  Date: 10/31/2023

  Good Morning,

  First I would like to formally apologize for the lack of contact you have received. We had a technical glitch in our returns portal and had about **** messages get lost. We have recently within the last few days been able to recover all of these messages and I hope yours was one to be received. Either way, I will be forwarding your information over to our lead customer service rep and be sure that you get your refund ASAP and do not worry to return the bottle. Sometimes the insulation can break in the shipping process, it is rare, but it happens. If you ever hear a rattle in the bottle when you shake it, the insulation has been broken. We are more than happy to replace this for you at no cost to you with a refund. I will have our manager reach out to today. Thank you.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this as a gift and recipient did not like the product. I asked for a refund and on the 6th of September ************************************************************************* an email, as of September 23 2023 I have sent 4 more emails asking the to respond with no answers. Coldest DOES NOT have a customer service phone number so the only way to reach this is via email and the dont respond. I would like my refund. I have never had such poor customer service ever.

  Business Response

  Date: 09/25/2023

  Hi ******,

  Our Head of Customer Support will be reaching out to you ASAP to address why you have not yet received a refund. We apologize for the wait on this situation. 

• Initial Complaint

  Date:09/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order( ORDER #******) with Coldest water bottle company on 8/11 in the amount of $82 for three items. A coldest dog bowl, a pink 24oz sports bottle, and a silver glitter 21oz sports bottle. What I received was two completely different items. *** tried contacting them three different times and have not yet received a response. I did not expect this kind of customer service from this company, im extremely disappointed. Its been about three weeks that Ive been patiently waiting for their response in hopes that they will resolve my issues. No response yet. Please provide me with any kind of assistance. Thank you!

  Business Response

  Date: 09/18/2023

  Dear ******,

  I have pulled up your customer service ticket to find it is open and not responded to. This is unacceptable from our customer service team and we will be taking the team's lack of response seriously. We sincerely apologize for this wait and you will be receiving a response for your ticket ASAP. 

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A 40oz matte red Coldest bottle was purchased for me as a gift from my co-worker in March 2023. Within a few weeks I noticed my ice was melting within 2-3 hours, sometimes less. I reached out to Coldest multiple times about my defective bottle. I reached out via chat on their website with no solution, a private message on FB went unanswered until I posted about my negative experience on their FB post. Then they sent me a private message with a link to return it. The link was not very helpful as the bottle was purchased through Amazon and I didnt have the necessary information to start a request for a return/exchange. My co-worker went back and forth between Amazon and Coldest until finally someone from Coldest offered to send a return label but I would need to pay for shipping since it is now out of the return/exchange period. I've been reaching out about my defective bottle since April 2023. All I want is a working bottle and for Coldest to honor their warranty. The bottle is just now 6 months old but this has been an ongoing issue since before month 1.

  Business Response

  Date: 09/13/2023

  Hi Shaquira I sincerely apologize for the delay and I will be contacting you immediately to solve this matter thank you.

  Customer Answer

  Date: 09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************